Giltbrook Surgery

492 Nottingham Road

Giltbrook

Nottingham

NG16 2GE

0115 9383191

Practice Patient Participation Group Survey Report 2011/2012

The purpose of this report is to provide patients of Giltbrook Surgery with the results of the recent PPG survey. Our goal was to obtain an understanding of our surgery’s performance and gauge the thoughts of our patients around all aspects of their medical care provided by Giltbrook Surgery, and to identify any areas that patients deem to require improvement.

Practice Population

Giltbrook surgery has a total practice population of 3866 patients

The ethnic breakdown is as below:

3219 White British

580 non specified

15 Chinese

15 Indian

12 Black African

11 Black Caribbean

10 Asian

1 Pakistani

1 Sri Lankan

1 Italian

1 Polish

At least 83.3% of the practice population identify themselves as “White British”. Removing the “non-specified”, only 1.7% consider themselves to be of a distinct ethnicity spread relatively evenly amongst the expected categories.

Age Range / Male / Female / Total
0 - 16 / 323 / 311 / 634
17 - 25 / 187 / 214 / 401
26 - 35 / 228 / 220 / 448
36 - 45 / 313 / 262 / 575
46 - 55 / 338 / 277 / 615
56 - 65 / 283 / 252 / 535
66+ / 316 / 342 / 658
Total / 1988 / 1878 / 3866

Stage 1: Development of the Patient Reference Group

There are eleven members of the PPG. They are all White British. Five are male. Six are female.

36-45 / 1
46-55 / 1
56-65 / 2
66-75 / 7

Invitations for patient representatives were, and continue to be, made via the practice website, surgery waiting room notice board advertisements and prescription notices.

Community Nurses, Health Visitors, Midwifes and Local care homes were all given information around our new PPG and they were asked to discuss and invite patients where appropriate. The Learning Disability residential home that Giltbrook care for were also invited to join the group, through the Practice Nurse.

The practice has a dedicated Notice Board which displays all activity that the PPG are involved in.

The practice has been collating email addresses in an attempt to attract the younger generation, working towards the establishment of a virtual PPG. This would better suit younger working patients.

We did not deem it unsatisfactory that the PRG’s ethnic make- up was solely White British, as our proportion of ethnic minority patients is very low.

Giltbrook Surgery are keen advocates of equality rights but felt it inappropriate to directly target patients from specific ethnic groups as we felt this could be deemed racially discriminative and the small number of patients from any specific ethnic minority would have been over represented by one PPG member.

Stage 2: Agreeing Areas of Priority with the PRG

An initial meeting was held with members of the Practice Staff (all partners and a receptionist) and the PPG members. We discussed the creation of a patient survey and suggested that the survey should focus on any key priorities around services we provide at Giltbrook Surgery.

The PPG could raise no specific issues with the practice care, service or environment that they felt could be identified as priority concern.

The PPG were helped along with example questionnaires taken from validated surveys for their perusal. They were then left to formulate a questionnaire tailored towards our practice population and its needs.

The next meeting’s agenda was where the PPG members presented the practice management with the finalised set of questions that they deemed relevant to formulate a survey.

Stage 3: Collation of patient views through the use of the PRG survey

Stage 4: Opportuity to discuss the survey findings with the PRG

The survey was advertised on the practice web page and handed out to patients after their consultations, in the form of a double sided printed sheet of paper.

The survey was also posted out with prescriptions. The survey was distributed over a period of six weeks in both the morning and afternoon surgeries. The survey consisted of questions about various core surgery practices, such as accessibility (opening times and appointment availability), GPs (satisfaction), reception staff (satisfaction and privacy) and the building itself (cleanliness). Demographic data was also harvested. Thirteen percent of the practice population completed the PPG survey and the results were collated daily in a table for the stipulated six weeks. Once all results were collated and analysed, a meeting was instigated with the PPG to discuss the results and to decide upon any action plan required.

Survey Questions and Results

1 / Are you satisfied with the opening hours at the surgery? / Percentage
Yes / 98.6
No / 1.4
2 / How easy it is to get an appointment for the time you want?
Not very easy / 10.8
Very easy / 89
Other / 0.2
3 / How easy was it get an appointment with the GP you wanted to see?
Not very easy / 10.8
Very easy / 88.8
Other / 0.4
4 / How important is it that you see a specific GP when coming to the practice?
Important / 58.6
Not important / 41.4
5 / How clean is the GP surgery?
Clean / 99.8
Not clean / 0.2
6 / Are you aware that you can speak to the receptionist in private?
Yes / 75.8
No / 24.2
7 / How helpful do you find the receptionists at the surgery?
Helpful / 97.6
Not helpful / 1.8
Other / 0.6
8 / Were you satisfied with every aspect of your consultation?
Yes / 95.4
No / 2.8
Other / 1.8
9 / How do you rate the surgery?
Very poor / 0
Poor / 0.2
Average / 8.6
Good / 41.2
Very good / 49.6
Other / 0.4
10 / Sex
Male / 43
Female / 56.8
Other / 0.2
11 / Age
<18 / 3.4
18-64 / 64
>65 / 32.2
Other / 0.4
12 / Ethnicity
White English / 17.6
White British / 59.6
Other / 20.4
Black / 0.4
White European / 0.2
Italian / 0.2
Chinese / 0.4
Asian / 0.4
Caribbean / 0.4
Mixed Caribbean / 0.2
Eurasian / 0.2

Stage 5: Agreeing action plan with the PRG and seeking PRG agreement to implement changes

When the results were analysed in conjunction with the PRG, we were very satisfied. There was only one area of action highlighted by the results that Giltbrook Surgery would need to address. This was the lack of knowledge of the facility to speak to a receptionist in private. We decided and agreed between us to make patients more aware of the facility. This has resulted in a prominent notice being displayed in several locations in the waiting room and also displayed on the patient call screen plus the web-site.

There were no issues that could not be addressed with the PRG.

No discussion with the PCT was required regarding any contractual considerations.

Stage 6: Publication of Actions Taken

This report will be e-mailed (or posted if no e-mail access) to the members of the PRG. It will also be displayed in the practice waiting room on the computer controlled patient information screen and will be available via the practice website. Notices shall be applied to prescriptions to bring attention to the survey’s publication. A tweet on Giltbrook twitter site will highlight the report’s availability.

Opening Hours

Core

Monday08h00 – 18h30

Tuesday08h00 – 18h30

Wednesday08h00 – 18h30

Thursday08h00 – 13h00

Friday08h00 – 18h30

Patients can access our health care services during core hours by making an appointment to see a doctor or a nurse. This can be done via the telephone or in person at reception.

Extended

Monday18h30 – 20h15

Patients can access our health care services during extended hours by making an appointment to see a doctor or a nurse. This can be done in person at reception during the extended hours, or earlier in the day via telephone.

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Dr Jacques Ransford , Dr Kinza Tuttey and Julie Wright (Partners)